Remote Operations Supervisor - Healthcare CX

Sagility; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Sagility is seeking a Supervisor Operations to lead a customer service team from a Work@Home setup in the United States. The role emphasizes coaching, performance management, and driving CPI/KPI outcomes in a call center environment.

Education includes a high school diploma or equivalent, with an Associate’s or Bachelor’s degree preferred. Healthcare experience is a plus, and strong communication is essential for success in this supervisory position.

Qualifications

• 1+ years experience in customer service or call center, including 12 months in a supervisor capacity.
• Healthcare Industry preferred.
• Excellent interpersonal and communication skills.
• Proficiency with technology including computers, software applications, phone systems.

Responsibilities

• Coach and develop team to achieve account-specific CPIs and KPIs.
• Monitor employee performance using coaching tool and performance dashboards.
• Manage employee performance including coaching, rewards, recognition, and merit reviews.
• Communicate client and organizational expectations clearly.
• Develop daily/weekly action plans to improve performance.
• Ensure employee accountability and productivity using provided tools/reports.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities to improve company capabilities.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal and written communication

Conflict resolution

Tech proficiency

Process improvement

Data understanding

Team motivation

Coaching/mentoring

Delegation

Cross-functional collaboration

Call center metrics

Education

High School diploma or equivalent

Associates or Bachelor’s degree preferred

Tools

Computers

Phone systems

Software applications

Job description

Sagility is seeking a Supervisor Operations to lead a customer service team from a Work@Home setup in the United States. The role emphasizes coaching, performance management, and driving CPI/KPI outcomes in a call center environment.

Education includes a high school diploma or equivalent, with an Associate’s or Bachelor’s degree preferred. Healthcare experience is a plus, and strong communication is essential for success in this supervisory position.